We maintain an SFTP server to provide an upload option for files that are too large to attach to Support tickets and for customers who cannot use third-party file-sharing services. You can upload the output of the support script directly from Puppet Enterprise to our SFTP server. If you are air-gapped, you can instead manually upload the support script and/or other files to the server. Files that you upload are read-only and accessible only by our Support team. We’ll automatically delete the files after seven days. If you need them deleted at a different time, let us know.
This article describes:
- How to upload the output of the support script directly from Puppet Enterprise
- How to upload the output of the support script and other files manually
- SFTP server details
Version and installation information
PE version: All supported versions
Upload directly from Puppet Enterprise to our SFTP server
Before you begin:
- You need an active Support ticket number.
- You need to configure your firewall to allow outgoing TCP traffic on port 22 to ssh://customer-support.puppetlabs.net.
To run the script and upload the output using default credentials that are packaged with Puppet Enterprise, run the following:
puppet enterprise support --v3 --ticket <TICKET NUMBER> --upload
For example,
puppet enterprise support --v3 --ticket 12345 --upload
To specify your own credentials, run the following:
puppet enterprise support --v3 --ticket <TICKET NUMBER> --upload --upload-user <USERNAME> --upload-key <PATH TO SSH PRIVATE KEY>
For example,
puppet enterprise support --v3 --ticket 12345 --upload --upload-user ada.lovelace --upload-key ~/.ssh/id_rsa_pe
If you don’t have a username yet, generate a key pair. Send the public key to Puppet Support and ask for an account to be created for you. For example, generate a new key pair using the ssh-keygen utility.
Uploading the output of the support script and other files manually
If you are air-gapped, or can’t otherwise upload using the steps above, follow these steps.
- If you don’t have a key pair yet, generate one using the
ssh-keygenutility. - Send us the public key, and let us know that you need credentials for the SFTP server. We will send you a username.
- Navigate to the server at customer-support.puppetlabs.net and log in with your credentials. Information about its SSH host fingerprints is in the next section.
- On the server, put the files into the
dropfolder.
SFTP server details
Our SFTP server is available at customer-support.puppetlabs.net and has the following SSH host fingerprints:
# SHA256 hashes SHA256:FBe09SAyXBiLrWyHgrc7GrLR+hK0sB23VUjELt89Gjg (RSA) SHA256:elWbA2dwlXKLd4q43SfFbSp1Dw2FnbLFufsJ4ITn5TU (ECDSA) SHA256:3fBFrK3hOAYrAXLHnPTvOFUUsNtAYaSxX3l59RBt3dY (ED25519)
# MD5 hexadecimal hashes MD5:7e:83:fa:91:4d:e0:1a:fb:04:8f:c5:cb:83:15:b3:b9 (RSA) MD5:1a:6e:f3:d0:de:14:2b:7c:00:0f:c6:69:14:b9:3e:64 (ECDSA) MD5:bf:5c:3d:e1:61:1e:e4:da:57:9e:2c:73:d3:4f:ed:26 (ED25519)
Changelog
Regular maintenance of SFTP servers occasionally includes upgrading to newer operating system versions or hardware. In these cases, host fingerprints of the servers will change. Most SFTP software will react to a change in the host fingerprint by failing the connection with a warning. For example, OpenSSH prints the following:
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@ @ WARNING: REMOTE HOST IDENTIFICATION HAS CHANGED! @ @@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@ IT IS POSSIBLE THAT SOMEONE IS DOING SOMETHING NASTY! Someone could be eavesdropping on you right now (man-in-the-middle attack)! It is also possible that a host key has just been changed. The fingerprint for the ECDSA key sent by the remote host is SHA256:elWbA2dwlXKLd4q43SfFbSp1Dw2FnbLFufsJ4ITn5TU.
This section records the dates at which SFTP fingerprints changed so that users can verify updates.
- 2018-12-07: The host fingerprints for customer-support.puppetlabs.net were changed.
Comments
5 comments
Hi,
I am getting this error:
Alex Mesfin
Hi, it looks like you're getting help already, I've let those folks know that you've left a comment here. If we can make improvements to the article based on your experience, we will do it.
Hi Alex,
The most common explanation for that error is that your PE version is older than the --upload feature. This flag was added to the LTS in 2018.1.8 and to the STS in 2019.0.3.
Older PE versions will produce the "invalid option" error that you are seeing.
how to upload only, or how to run the same with behind proxy (with http_proxy) without the proxy config altering the support commands ?
```
cat myFile.json | ssh root@remoteSftpServer -o "ProxyCommand=nc.openbsd -X connect -x proxyhost:proxyport %h %p" 'cat > myFile.json'
```
The --upload flag uses the SFTP protocol, not HTTP(S). So, variables such as http_proxy have no effect. There is no proxy support for --upload at the moment.
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